Customer Experience Advisor

2 months ago

Warrington, United Kingdom Carbon60 Global Full time

Carbon60 are currently recruiting for Customer Experience Advisors to join a fantastic company in Warrington

The Customer Experience Advisor must ensure 100% customer satisfaction with regards to calls, cases, service and invoice queries, as well as the handling of service failures consistent with the company performance standards.

You will be providing a professional and timely response to all customer enquiries ensuring an efficient, effective and recorded log of communication history and resolutions.

HOURS:
7.30am-4pm

8.30am-5pm

9.30am-6pm

Throughout the first phase of training, working hours will be 8.30am-5pm.

PAY : £10.94

START : 25th September 2023 - 12 Week Temp to Perm

Responsibilities:

- Communication via our omni-channel platforms with full adherence to set SLA's and department processes and procedures.
- Being the initial point of contact for all customer contacts to provide a resolution in line with the agreed KPI
- Build strong relationships with internal and external customers across all business lines and functions.
- Being the initial point of contact for all customer complaints with the aim to provide a resolution in line with agreed KPI and are handled in a professional and effective manner to increase customer satisfaction and improve customer loyalty
- Commit to completing all training in line with set criteria and deadlines.
- Provide information on proof of collections, assist on invoice enquiries and any other general enquiries
- Sales team support: logging and assigning leads to sales team, contract checks, validating information, assisting with pre qualification questionnaires
- Conducting customer reviews for feedback to ensure satisfaction with service
- Complete administrative tasks: logging queries, booking waste collections, sending welcome packs, customer hub registrations and user support, acceptance of waste transfer notes and any other ad hoc administrative duties
- Sales team support: logging and assigning leads to the Telesales Department,, contract checks, validating information, assisting with pre-qualification questionnaires
- Supporting the annual Duty of Care compliance programme
- Adhere to all applicable call flow processes and Quality Assurance requirements
- Adhere to all processes and procedures as set out
- Supporting other teams within the department according to the needs of the business. CUSTOMERS
- Responsible for 100% internal and external customer satisfaction
- Interact effectively with other members of the customer experience, operations and sales teams
- The Customer Experience Apprentice Advisor is responsible for achieving the KPIs and Objectives:
All phone calls and live chats are answered in 60 seconds or less.

Skills:
Essential:

- A commitment to providing a great customer experience
- Excellent written & verbal communication
- GCSE (or equivalent) in Maths & English pass
- A commitment to providing a great customer experience
- Excellent written & verbal communication
- Strong interpersonal skills
- Focused and self-motivated
- Patient and able to effectively handle conflict and provide empathy

Desirable:

- GCSE (or equivalent) in Maths & English pass
- A commitment to providing a great customer experience
- Excellent written & verbal communication
- Strong interpersonal skills
- Focused and self-motivated
- Patient and able to effectively handle conflict and provide empathy
- Ability to multitask
- Computer literacy
- Working knowledge of Google Office Applications (Sheets/Docs)

Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.

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